Online Grocery Store App to Take Online Grocery Orders to Supermarket

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Customer Service

Article2021

What is customer service?

Customer service is the support and guidance a company offers to people before, during, and after they buy a product or service. There's a direct relation between satisfied customers, revenue growth and brand loyalty. Simply put, customer service is the continuing actions taken to support customers.

Customer satisfaction has always been a key part of business, but it's more essential than ever now. Consumers expect a lot from brands - and have eternal brands to choose from. Service needs to be a vital part of each step of their journey, from initial communications through post-purchase and beyond.

In Short: Brands need to step up with great service that provides the experience customers expect or risk losing out to the competition.

The days of customer service being a number that you call to get help have become redundant. Today, service is a crucial element of any product, service, or business, and needs to be entrenched across all platforms and channels of the brand, including via:

  1. Phone
  2. Email
  3. Social media
  4. Your website
  5. SMS or text
  6. In-person/on-site support
  7. And yes, even traditional postal mail

Service drives customer loyalty more than pricing or the product itself. Research has proven time and again, that exceptional service is fundamental to building customer loyalty and driving business growth. But customer service has changed dramatically over the years, expanding far beyond phone calls and email. There's a lot to know and keep up with.

In a digital-first economy, customer service is critical to the customer lifecycle and loyalty. To avoid churn, sales and service must be able to work simultaneously in real-time - and efficiently (and securely) share information about each customer to gain insights and understand what's expected from consumers:

Customer service vs. customer support and customer aftercare

Other terms often used interchangeably with customer service include:

  • Customer support
  • Customer aftercare
  • Customer care

These overlap with each other and all are indispensable to customer experience, but it's imperative to know the differences. While customer service encompasses the entire buying journey, customer support by and large means providing technical help to a customer after a purchase, like installation help and troubleshooting.

Customer aftercare, or customer care, also takes place after a sale, but is broader than technical support. As the term implies, it means taking care of the customer. It goes beyond a one-time fix to a series of communications and actions designed to keep your customers satisfied.

Types of customer service

Customer service has come a long way from the days when a phone call or a visit to the store was the only option a customer had for reaching a brand.

Today, the explosion of e-commerce, mobile devices, and social media has created multitude options for customers to connect.

Here are some of the types of customer service:

  1. Social media: Responding to questions, requests, and complaints on social media channels like Twitter, Facebook, and Instagram. Social media provides an instantaneous mode for customers to contact a brand at any time.
  2. Chatbots: These online tools permit customers to get answers promptly to frequently asked questions or be directed to a customer service rep for assistance. They use AI to automate conversations, providing 24x7, cost-effective service.
  3. Self-service: Users get questions answered on their own without a service representative. Examples include chatbots, online, FAQs and product tutorials.
  4. SMS/mobile: People love texting, especially younger generations, so service via SMS has become commonplace. Brands text order, shipping, and delivery confirmations, and can also answer questions via text.
  5. Phone: Though service oriented phone calls have become obsolete, a few customers prefer this option. Interactive Voice Response (IVR) and AI aid answer common questions and route customers to the right rep.
  6. Email support: Responding to customers via email has its downsides (slower), but gives customers a way to clearly explain what they need.
  7. In-person (traditional, in-store). And of course, there's still on-site service: Talking to live a human being, in-person. This type of service can make it easy for customers to learn about a product or service, and for service reps to build customer relationships.

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Supermarket Online Grocery Order App Software as a Service on Monthly subscription-basis

Service is a core element of business, and can help companies thrive, or be their demise if service isn't up to par. The most important qualities of modern service are to treat every customer uniquely, and will expect something considerably special based on their preferences as to how they want to communicate with a brand. This is a crucial point to understand when it comes to providing outstanding customer service. Good customer service involves a few key factors:

Here are the key considerations for a customer service strategy:

Responsiveness - the faster, the better. In times of change, customers need support to help quickly answer questions and address any concerns. If you support your customers when times are difficult, it's highly prone to stick with you for the long term.

  1. Intelligent technologies help reduce contact volume and manual work so agents have more time to focus on customer interactions.
  2. Making sure the customer feels informed
  3. Positivity - while the circumstances for contacting a service rep are driven by a problem, positive outcomes must be the goal of the interaction
  4. Resolution - confirm that the customer is satisfied with the end result, and that their issues are solved. Customer feedback through the service channel is an invaluable source of information about how your company is performing, and ways that you can continue to improve
  5. To be able to help, customer service agents need all relevant data at their fingertips.
  6. Customer service improves business resilience by smoothing the effects of change, supporting customers in all situations.

When embarking on a journey to plan your customer service strategy, don't forget: Your first step must be the understanding your customer

To do this, you should ask two important questions:

  1. Who are your customers?
  2. How do they want to be treated?
    • While many companies provide multi-channel customer service by offering customers a variety of communication channels, omnichannel service is different. It goes beyond siloed service channels via integration that provides agents with a single desktop with contextual information about the customer and recommended solutions to quicken resolutions.

Top benefits of customer service done right

A business benefits in many ways when it provides excellent service.

  1. Customer loyalty. When customers have a good service experience, they're more likely to stick with a brand. Get it right, customers will keep coming back for more. But there's little margin for error. A global study by PwC found that 32% of consumers will leave a brand after just one bad experience.
  2. Brand ambassadors. Loyal customers are likely to tell others about their good experiences with a brand. This word-of-mouth advertising is priceless, especially in today's world of social media, which can quickly amplify that goodwill. Of course, consumers also are quick to take to a social platform to share a bad experience, ramping up the pressure on brands to get service right.
  3. Seal more deals. According to a study, 73% of consumers say the experience that companies provide - including customer service - is a decisive factor in making a purchase. And many are willing to pay a higher price for a better experience.
  4. Upsell, cross-sell. When reps have a holistic view of the customer, they can spot opportunities to offer customers new products or services and estimates that the lifetime value of loyal customers, on average, is worth 10 times more than their first purchase.
  5. Competitive edge. Brands that deliver exceptional customer service differentiate themselves to gain market share against the competition.
  6. Boost the bottom line. Companies can learn a lot about how to improve their products or services from the issues raised by customers, and make improvements to drive more sales. Altogether, researchers have found that a business that delivers great customer service can have sales increases of 20% or more of total revenue.

When service is at the core of your business, everyone wins.

The information provided on this web page is for general informational purposes only and is not a substitute for professional advice. All information is provided in good faith, however we make no representation or warranty of any kind, express or implied regarding the accuracy, validity, reliability, availability or completeness of any information. Accordingly, before taking any actions based upon such information, we encourage you to consult with the appropriate professionals. We do not provide any kind of [medical/legal/fitness/health/other] advice. The use or reliance of any information contained is solely at your own risk.

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